Info
Author: Abdullah^2
Generated on: 2020-09-29 14:57:18
Monitoring Period:
Time frame for which analysis is being conducted
|
Low_gain_start_time
|
Low_gain_end_time
|
Long_term_analysis_start_date
|
Long_term_analysis_end_date
|
|
2020-09-28 09:01:17
|
2020-09-28 21:00:22
|
2020-08-31
|
2020-09-28
|
|
Low_gain missing dates in data
|
Long_term missing dates in data
|
|
()
|
2020-09-05(Saturday), 2020-09-06(Sunday), 2020-09-12(Saturday), 2020-09-13(Sunday), 2020-09-19(Saturday), 2020-09-20(Sunday), 2020-09-26(Saturday), 2020-09-27(Sunday)
|
Skill0103300003
L1 L2 Percentages

Call Volume Distribution
Quantile wise

Decile wise

Bias Analysis based on Call Volume
AP

CP

L1
AP

CP

L2
AP

CP

AHT Distribution
Quantile wise

Decile wise

Bias Analysis based on AHT
AP

CP

L1
AP

CP

L2
AP

CP

CR Distribution
Quantile wise

Decile wise

Quantile-wise MA,VA Distribution
Actual

Used

nagents
Raw

Filtered

Used

Evalscore Distribution

Agent rank check
Equation of line: y=(0.2)x + 56.86
Troublesome Agents: Rank difference 3 stdev away from mean 41.545
|
agentid
|
Calls
|
Sales
|
CR
|
ranks_production
|
deployed_ranks
|
prod_dep_diff
|
|
034552
|
91
|
5
|
0.0549451
|
140
|
37
|
103
|
|
035089
|
49
|
0
|
0.0000000
|
5
|
106
|
101
|
|
035857
|
55
|
0
|
0.0000000
|
7
|
116
|
109
|
|
036699
|
59
|
0
|
0.0000000
|
9
|
131
|
122
|
|
038107
|
42
|
0
|
0.0000000
|
4
|
140
|
136
|
|
041999
|
55
|
2
|
0.0363636
|
112
|
7
|
105
|
|
042016
|
89
|
4
|
0.0449438
|
132
|
19
|
113
|
|
043383
|
74
|
4
|
0.0540541
|
138
|
31
|
107
|
|
043919
|
60
|
0
|
0.0000000
|
10
|
138
|
128
|
|
044126
|
65
|
4
|
0.0615385
|
144
|
17
|
127
|
|
044838
|
85
|
4
|
0.0470588
|
135
|
3
|
132
|
|
044849
|
113
|
5
|
0.0442478
|
131
|
14
|
117
|
AP Lookahead skill

Last 30 days
Intermodel agent rank correlation last 30 days Skill 0103300003
|
|
|
2020-09 (September)
|
|
|
|
01 (08:24:05)
|
03 (15:14:13)
|
04 (07:47:24)
|
04 (11:44:13)
|
09 (13:25:52)
|
09 (15:12:27)
|
15 (08:52:56)
|
15 (09:26:40)
|
16 (11:58:41)
|
16 (12:17:51)
|
18 (15:37:46)
|
23 (16:54:18)
|
25 (15:42:07)
|
|
2020-09 (September)
|
01 (08:24:05)
|
1
|
0.93
|
0.92
|
0.92
|
0.94
|
0.94
|
0.8
|
0.8
|
0.84
|
0.84
|
0.82
|
0.83
|
0.81
|
|
03 (15:14:13)
|
0.93
|
1
|
0.97
|
0.97
|
0.88
|
0.88
|
0.76
|
0.76
|
0.79
|
0.79
|
0.78
|
0.78
|
0.79
|
|
04 (07:47:24)
|
0.92
|
0.97
|
1
|
1
|
0.91
|
0.91
|
0.75
|
0.75
|
0.79
|
0.79
|
0.78
|
0.77
|
0.79
|
|
04 (11:44:13)
|
0.92
|
0.97
|
1
|
1
|
0.91
|
0.91
|
0.75
|
0.75
|
0.79
|
0.79
|
0.78
|
0.77
|
0.79
|
|
09 (13:25:52)
|
0.94
|
0.88
|
0.91
|
0.91
|
1
|
1
|
0.76
|
0.76
|
0.81
|
0.81
|
0.8
|
0.79
|
0.81
|
|
09 (15:12:27)
|
0.94
|
0.88
|
0.91
|
0.91
|
1
|
1
|
0.76
|
0.76
|
0.81
|
0.81
|
0.8
|
0.79
|
0.81
|
|
15 (08:52:56)
|
0.8
|
0.76
|
0.75
|
0.75
|
0.76
|
0.76
|
1
|
1
|
0.92
|
0.92
|
0.88
|
0.87
|
0.86
|
|
15 (09:26:40)
|
0.8
|
0.76
|
0.75
|
0.75
|
0.76
|
0.76
|
1
|
1
|
0.92
|
0.92
|
0.88
|
0.87
|
0.86
|
|
16 (11:58:41)
|
0.84
|
0.79
|
0.79
|
0.79
|
0.81
|
0.81
|
0.92
|
0.92
|
1
|
1
|
0.94
|
0.94
|
0.91
|
|
16 (12:17:51)
|
0.84
|
0.79
|
0.79
|
0.79
|
0.81
|
0.81
|
0.92
|
0.92
|
1
|
1
|
0.94
|
0.94
|
0.91
|
|
18 (15:37:46)
|
0.82
|
0.78
|
0.78
|
0.78
|
0.8
|
0.8
|
0.88
|
0.88
|
0.94
|
0.94
|
1
|
1
|
0.93
|
|
23 (16:54:18)
|
0.83
|
0.78
|
0.77
|
0.77
|
0.79
|
0.79
|
0.87
|
0.87
|
0.94
|
0.94
|
1
|
1
|
0.88
|
|
25 (15:42:07)
|
0.81
|
0.79
|
0.79
|
0.79
|
0.81
|
0.81
|
0.86
|
0.86
|
0.91
|
0.91
|
0.93
|
0.88
|
1
|
Configurator Changes
Latest Change Configurator
| TfonicaVikstar_AYTY |
TfonicaVikstar_AYTY |
TfonicaVikstar_AYTY |
2020-09-25 12:47:14.000 |
2020-09-25 12:47:14.000 |
2020-09-25 12:47:14.000 |
default |
both |
30 |
30 |
30 |
30 |
longestwaiting |
NA |
NA |
NA |
NA |
0 |
10 |
| VikstarTFN |
VikstarTFN |
VikstarTFN |
2020-09-17 10:24:24.000 |
2020-09-17 10:24:24.000 |
2020-09-17 10:24:24.000 |
none |
l2only |
1 |
1 |
1 |
1 |
percentile |
60 |
10 |
1 |
1 |
1 |
30 |
Change_2 Configurator
| 2 |
VikstarTFN |
VikstarTFN |
VikstarTFN |
2020-09-17 10:24:24.000 |
2020-09-17 10:24:24.000 |
2020-09-17 10:24:24.000 |
l2only |
percentile |
60 |
10 |
1 |
1 |
1 |
30 |
| 3 |
VikstarTFN5 |
VikstarTFN5 |
VikstarTFN5 |
2020-09-17 10:21:30.000 |
2020-09-17 10:21:30.000 |
2020-09-17 10:21:30.000 |
both |
longestwaiting |
NA |
NA |
NA |
NA |
0 |
10 |
AP across CP Quantiles
|
cp_actual_quantiles
|
Mean_AP_ON
|
Mean_AP_OFF
|
Mean_Choice_of_Agents_ON
|
Mean_Choice_of_Agents_OFF
|
|
1
|
0.2185210
|
0.4676143
|
8
|
8
|
|
2
|
0.3209703
|
0.4601222
|
8
|
8
|
|
3
|
0.4788043
|
0.4637071
|
8
|
8
|
|
4
|
0.6364851
|
0.4642293
|
8
|
8
|
|
5
|
0.7098548
|
0.4668566
|
8
|
9
|
Overall Call Volume Distribution
Across Skills

Across VDN

SME Variable Weekly Trends
nconnectsrollup_bin
Correlation for nconnectsrollup_bin
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
0.979
|
0.973
|
0.948
|
0.904
|
|
week_36
|
0.979
|
1
|
0.98
|
0.967
|
0.924
|
|
week_37
|
0.973
|
0.98
|
1
|
0.96
|
0.932
|
|
week_38
|
0.948
|
0.967
|
0.96
|
1
|
0.925
|
|
week_39
|
0.904
|
0.924
|
0.932
|
0.925
|
1
|
data_usage_plan
Correlation for data_usage_plan
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
1
|
1
|
1
|
|
week_36
|
1
|
1
|
1
|
1
|
1
|
|
week_37
|
1
|
1
|
1
|
1
|
1
|
|
week_38
|
1
|
1
|
1
|
1
|
1
|
|
week_39
|
1
|
1
|
1
|
1
|
1
|
nconnects_bin
Correlation for nconnects_bin
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
0.812
|
0.532
|
0.705
|
0.716
|
|
week_36
|
0.812
|
1
|
0.574
|
0.751
|
0.868
|
|
week_37
|
0.532
|
0.574
|
1
|
0.805
|
0.676
|
|
week_38
|
0.705
|
0.751
|
0.805
|
1
|
0.728
|
|
week_39
|
0.716
|
0.868
|
0.676
|
0.728
|
1
|
C_TMP_BASE_3_CRM
Correlation for C_TMP_BASE_3_CRM
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
1
|
1
|
1
|
|
week_36
|
1
|
1
|
1
|
1
|
1
|
|
week_37
|
1
|
1
|
1
|
1
|
1
|
|
week_38
|
1
|
1
|
1
|
1
|
1
|
|
week_39
|
1
|
1
|
1
|
1
|
1
|
C_QT_DURC_TRFD_3_CRM
Correlation for C_QT_DURC_TRFD_3_CRM
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
0
|
0
|
0
|
0
|
|
week_36
|
0
|
1
|
0
|
0
|
0
|
|
week_37
|
0
|
0
|
1
|
0
|
0
|
|
week_38
|
0
|
0
|
0
|
1
|
0
|
|
week_39
|
0
|
0
|
0
|
0
|
1
|
qt
Correlation for qt
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
1
|
1
|
1
|
|
week_36
|
1
|
1
|
1
|
1
|
1
|
|
week_37
|
1
|
1
|
1
|
1
|
1
|
|
week_38
|
1
|
1
|
1
|
1
|
1
|
|
week_39
|
1
|
1
|
1
|
1
|
1
|
diff_used_actual
Correlation for diff_used_actual
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
1
|
1
|
1
|
|
week_36
|
1
|
1
|
1
|
1
|
1
|
|
week_37
|
1
|
1
|
1
|
1
|
1
|
|
week_38
|
1
|
1
|
1
|
1
|
1
|
|
week_39
|
1
|
1
|
1
|
1
|
1
|
U_Data_Delta_Offered_Used
Correlation for U_Data_Delta_Offered_Used
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
0.794
|
0.358
|
0.164
|
0.745
|
|
week_36
|
0.794
|
1
|
0.697
|
0.2
|
0.564
|
|
week_37
|
0.358
|
0.697
|
1
|
0.152
|
0.539
|
|
week_38
|
0.164
|
0.2
|
0.152
|
1
|
0.37
|
|
week_39
|
0.745
|
0.564
|
0.539
|
0.37
|
1
|
age
Correlation for age
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
1
|
1
|
1
|
|
week_36
|
1
|
1
|
1
|
1
|
1
|
|
week_37
|
1
|
1
|
1
|
1
|
1
|
|
week_38
|
1
|
1
|
1
|
1
|
1
|
|
week_39
|
1
|
1
|
1
|
1
|
1
|
C_SEXO_CRM
Correlation for C_SEXO_CRM
|
|
week_35
|
week_36
|
week_37
|
week_38
|
week_39
|
|
week_35
|
1
|
1
|
-0.2
|
0.8
|
0.8
|
|
week_36
|
1
|
1
|
-0.2
|
0.8
|
0.8
|
|
week_37
|
-0.2
|
-0.2
|
1
|
-0.4
|
-0.4
|
|
week_38
|
0.8
|
0.8
|
-0.4
|
1
|
1
|
|
week_39
|
0.8
|
0.8
|
-0.4
|
1
|
1
|
The Unknown
Unknown Table
|
Date
|
Percentage of unknown Agents
|
Percentage of unknown Calls
|
Percentage of SLA blown calls
|
|
2020-08-31
|
14.461856
|
0
|
0.5207054
|
|
2020-09-01
|
1.328793
|
0
|
0.2403846
|
|
2020-09-02
|
1.495802
|
0
|
0.2116701
|
|
2020-09-03
|
1.103044
|
0
|
0.3630271
|
|
2020-09-04
|
3.212711
|
0
|
0.1539861
|
|
2020-09-07
|
0.000000
|
0
|
0.0000000
|
|
2020-09-08
|
3.394520
|
0
|
0.3306789
|
|
2020-09-09
|
2.602922
|
0
|
0.2058433
|
|
2020-09-10
|
1.624130
|
0
|
0.3158030
|
|
2020-09-11
|
1.362199
|
0
|
0.0851374
|
|
2020-09-14
|
1.601023
|
0
|
0.2374140
|
|
2020-09-15
|
7.941705
|
0
|
0.0897666
|
|
2020-09-16
|
6.922707
|
0
|
0.1926318
|
|
2020-09-17
|
12.797476
|
0
|
0.0748703
|
|
2020-09-18
|
12.186800
|
0
|
0.2825461
|
|
2020-09-21
|
14.115319
|
0
|
0.0677119
|
|
2020-09-22
|
14.367498
|
0
|
0.1800554
|
|
2020-09-23
|
5.681818
|
0
|
0.1401682
|
|
2020-09-24
|
4.929930
|
0
|
0.4754755
|
|
2020-09-25
|
4.303015
|
0
|
0.2215924
|
|
2020-09-28
|
2.832891
|
0
|
0.3853565
|
Gain
Shift wise (Last Day)
Gain Table
|
Morning shift Gain
|
Evening shift Gain
|
L1 Gain
|
L2 Gain
|
|
8.401034
|
-2.721504
|
5.113435
|
-58.62069
|

Gain table
|
Date
|
Actual Gain
|
Standard Deviation
|
Luck Adjusted Gain
|
Double Adjusted
|
Gain without unknown Agents
|
Gain without SLA blown Calls
|
Gain without unknown Calls
|
Gain without one to one Calls
|
|
2020-08-31
|
-0.369
|
9.279
|
5.875
|
4.773
|
-0.525
|
-0.609
|
-0.369
|
-3.558
|
|
2020-09-01
|
14.927
|
8.349
|
11.634
|
11.131
|
15.972
|
14.902
|
14.927
|
21.39
|
|
2020-09-02
|
1.756
|
6.578
|
0.669
|
0.646
|
0.192
|
1.433
|
1.756
|
-2.001
|
|
2020-09-03
|
3.772
|
6.657
|
3.407
|
1.281
|
5.15
|
3.776
|
3.772
|
4.981
|
|
2020-09-04
|
8.153
|
6.99
|
10.162
|
10.452
|
6.868
|
8.3
|
8.153
|
12.664
|
|
2020-09-07
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
|
2020-09-08
|
-10.775
|
6.148
|
-0.621
|
1.59
|
-11.375
|
-11.23
|
-10.775
|
-11.27
|
|
2020-09-09
|
2.165
|
7.301
|
11.421
|
14.547
|
2.444
|
2.15
|
2.165
|
1.252
|
|
2020-09-10
|
9.305
|
8.373
|
5.781
|
3.924
|
8.739
|
8.703
|
9.305
|
9.266
|
|
2020-09-11
|
0.806
|
6.791
|
0.904
|
1.661
|
1.293
|
0.976
|
0.806
|
2.13
|
|
2020-09-14
|
-1.675
|
6.668
|
-1.699
|
-1.123
|
-0.289
|
-1.498
|
-1.675
|
-1.783
|
|
2020-09-15
|
-6.093
|
6.342
|
-4.437
|
-4.12
|
-7.472
|
-5.866
|
-6.093
|
-5.506
|
|
2020-09-16
|
5.775
|
7.787
|
0.546
|
-2.352
|
4.948
|
5.763
|
5.775
|
7.84
|
|
2020-09-17
|
1.996
|
7.048
|
7.016
|
8.366
|
2.538
|
1.974
|
1.996
|
3.231
|
|
2020-09-18
|
3.893
|
7.152
|
7.376
|
9.478
|
6.761
|
3.592
|
3.893
|
7.914
|
|
2020-09-21
|
5.352
|
7.539
|
1.527
|
1.133
|
7.211
|
5.32
|
5.352
|
1.407
|
|
2020-09-22
|
8.162
|
8.16
|
6.272
|
5.845
|
13.786
|
7.821
|
8.162
|
9.855
|
|
2020-09-23
|
-4.094
|
7.676
|
0.784
|
-1.319
|
-2.691
|
-4.093
|
-4.094
|
-5.684
|
|
2020-09-24
|
7.012
|
9.058
|
6.609
|
7.353
|
5.99
|
7.208
|
7.012
|
1.162
|
|
2020-09-25
|
-8.712
|
7.604
|
2.624
|
4.017
|
-6.544
|
-8.47
|
-8.712
|
-1.761
|
|
2020-09-28
|
3.446
|
9.315
|
4.73
|
2.095
|
0.822
|
3.171
|
3.446
|
4.677
|